Key Responsibilities Customer Support Oversight Manage and improve post-sales support email chat calls ensuring SLAs and CSAT NPS targets are met Returns Exchange Management Design and streamline returns and exchange workflows in line with the company policy and fashion industry expectations e g fit style changes Logistics Delivery Coordination Liaise with internal logistics team to ensure timely delivery track escalations and resolve last-mile issues Refunds and Payments Coordinate with finance to process refunds promptly and ensure clear communication with customers Customer Feedback Analysis Collect analyze and act on customer feedback to reduce returns and improve post-sale satisfaction Process Optimization identify inefficiencies in the post-sales journey and implement process or tech improvements e g self-serve portals return labels Cross-functional Collaboration Work closely with product merchandising tech and warehousing teams to align customer experience goals Key Requirements Bachelor s degree MBA or equivalent is a plus 4-5 years of experience in customer service operations pre or post-sales roles within e-commerce or fashion retail Strong knowledge of return exchange policies typical in fashion retail Excellent communication and people management skills Familiarity with CRM tools e g Odoo Zendesk Freshdesk OMS and e-commerce platforms e g Shopify Magento Data-driven mindset with strong analytical and problem-solving skills Passion for fashion and delivering world-class customer experiences Preferred Skills Understanding of fashion sizing fit issues and customer psychology post-purchase Experience in managing omnichannel customer experiences Proficiency in Excel and data visualization tools for reporting Job Types Full-time Permanent Pay 420 000 00 - 480 000 00 per year Advantages Health insurance Provident Fund Schedule Day shift Supplemental Pay Performance bonus Quarterly bonus Language English Required Work Location In person

📌 Post Sales Manager (Maharashtra)
🏢 Recognized
📍 Maharashtra